Job Description:

HPE is seeking a Customer Success Manager (CSM) as a designated advocate within HPE Networking for post-sale account.    This person will support coordination acting as a matrix manager for both technical and non-technical support requirements.

The Customer Success Manager works closely with the customer and multiple organizations within HPE to ensure effective implementation of customer support. 

This person will be closely involved in critical customer issues and works closely with other organizations on prioritizing and managing customer escalations.  They will also lead regularly scheduled conference calls to discuss the status of all current open cases and updates on customer network plans.   Additionally, quarterly meetings may be scheduled to review overall performance and progress. 

We are seeking a candidate with some technical background and understanding on how HPE Juniper products are utilized by the customer and uses this to effectively communicate with the customer and drive issues within HPE.   

LOCATION:  Herndon, VA on a hybrid schedule. 

 JOB REQUIRMENTS:  

• Bachelors degree or equivalent work experience.
• 7 + years of experience in supporting large, complex, IP-based networks.  
• Good technical understanding of the following areas: Internet firewalls, MPLS VPNs, routing protocols such as OSPF, BGP, and network management.   
• Must have strong communication, interpersonal and leadership skills and have demonstrated a history of high-level achievement in cross-functional organizations.     
• Occasional Regional travel  

SPECIFIC JOB FUNCTIONS:

• Monitor, manage and audit case progress  
• Prepare and deliver weekly/bi-weekly case reviews to provide current case  and RMA status  
• Conduct Periodic Operations Reviews in conjunction with the account team to review HPE Juniper product and support performance  
• Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues  
• Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution 
• Provide high level software upgrade guidance by providing SW field experience and release schedule - Manage non-technical escalations 
• Conduct Juniper Customer Support process training/review sessions  
• Document and maintain customer information and educate other Juniper internal resources on the supported customer(s)  
• Coordinating support efforts among multiple organizations

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

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Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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